RM 10.0.1 on Windows 11. Today I can no longer read News, get Support or check for Updates from the Home screen. I have restarted RM, my laptop and router but all to no avail. Internet connection is fine. I can also open RM database as normal. I can connect to Ancestry and other websites from within RM, so this sudden problem is a bit of a mystery. I have reinstalled RM but that didn’t make any difference. I’ve emailed Roots Magic Support UK through S&N Genealogy website and I’m waiting to see what they say. Just wondering if anyone here might have any ideas please? Thanks.
It’s possible the UK servers are having an issue. We can’t see it on our side, so its best to report it to them. Did you purchase the key directly from S&N as well as use the UK download? The key and download version need to match otherwise there can be issues with the news feed.
Hi Renee, Yes I bought the key and downloaded RM10, and then 10.0.1, all from S&N. They’ve not yet responded to my enquiry, and I can’t see there’s any server status info on their website.
I’d like to echo Steve Turner’s raising of this problem. I’ve only had the software a couple of days and I was unaware that I would be linked to UK servers. The Home screen was non-functional for the entirety of the business day in the UK on Tuesday. On finding out the issue needed to be reported to S&N I did so but only after business hours.
As Steve also stated the response time from S&N is slow - I can attest to this relating to another matter I raised with them - and their website shows no indication of server status. This leads me to a few questions.
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while the main functionality of Rootsmagic was not affected by the Home screen problem it begs the question of what happens to UK customer access should the UK servers completely fail?
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the fact that the problem spanned the entire business day is concerning. Do S&N actively monitor their server for issues?
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Can a failsafe be implemented in a future patch so that should the UK servers fail to respond in a timely manner the fetch requests are rerouted to the US servers? I do note the point Renee made about key and download match however.
With all of the above being said I have to say I am loving RM10. It is the only desktop tree software I have used and it especially stood out for me because of the native link to Ancestry. I am in heaven searching Ancestry on one monitor and using RM10 on a second monitor. I feel my research has been turbocharged.
Many thanks.
Still out this morning (UK) have tried with UK and usual edition, not working.
Server is fixed and home screen is functional again.
I’m pleased to let you know that this issue has now been resolved by our developer.
Please be assured that we constantly monitor our servers for any issues - in this case it was an issue affecting the UK news feed and not something affecting our servers, so it was not picked up immediately.
Thank you for your patience and please accept our sincerest apologies for any inconvenience caused.
That’s good to hear. Many thanks.
I had the same problem today and yesterday. However I also cannot get my RootsMagic file from Dropbox onto my iPad. It last worked on 4 Apr 2024. used to update every month so that I had an accurate tree at hand when I was away, or didn’t have the internet.
I have done the usual housekeeping for both of these problems, Updated both, updated the app and chrome, removed tree and reuploaded it. Nothing, however older trees upload to my iPad, so something has changed since April.
This evening I suddenly noticed that News, Support and Updates were once more working. It is reassuring to me that others are also having my problem, but I have wasted two days in trying to get RootsM to work again. At least all this is helping to stave off dementia!